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This article describes the results from a national project that investigated institutional approaches to the development of student English language capabilities in Australian higher education. The project aimed to identify the various approaches and strategies that higher education providers have established and to gauge whether they have been evaluated by those in the field as successful in attaining their objectives. The results of the study indicated that those institutions identified as successful had a number of elements in common, elements missing from those universities which were considered as less effective. The article concludes by identifying the key factors that were identified by project participants as being essential in the development of successful institution-wide strategies for promoting student language growth.

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This paper reports on a study aimed at developing an improved understanding of the support needs of international students. Using a case study approach at one Australian university, a three stage data collection process was adopted: interviews with key support service providers in the university, student focus groups, and a large-scale survey. Emphasis was placed on identifying the issues that are significant to international students in terms of their study experience, the services they consider as valuable and the factors that contribute to take-up. The findings reveal that, while most respondents felt that the range of support services provided is appropriate, current services could be improved by offering a more student-centred service structure and delivery. Issues identified as influencing service use include the institutional culture, perceived importance and awareness of services, the quality of information provided about those services, ease of access, timeliness of service provision and cost.

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One aspect of the internationalisation of higher education in Australia has been a large growth in the number of international students enrolled in universities. While this has brought a number of benefits to the institutions, the students themselves report varying levels of satisfaction with their experience. One area which can contribute to satisfaction levels is provision of student support services. This paper describes a study which found that international students and support service providers, while sharing perspectives in some respects, had differing views about student service delivery. The paper argues that providers of services for international students need to be more aligned to students' expectations of service provision, and more centred on students' actual needs, if they are to increase students' levels of satisfaction with their international experience.

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This paper reports on a study that investigated the range of institutional support needs of international students at one Australian university with a view to increasing understanding of their needs and the ways in which support was provided. The study involved a number of data collection methods including focus groups, key informant interviews and a larger scale survey, undertaken in an inductive and sequential process. The results indicated that the levels of awareness about services differed, that lack of knowledge of how to access a service and finding information about it were key reasons for non-use, and that the helpfulness of staff impacted on the perception of services as useful. The paper concludes by recommending a reconsideration of current practices to move towards a model of student support service provision in which the student is at the centre.

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This article describes the results of a study conducted into the transition of students from a diploma course into mainstream university undergraduate programs. The main aim of the study was to explore the issues that relate to successful transition from the perspective of the students themselves. To that end, data were collected from 78 respondents to an online survey of students enrolled in mainstream study in a public university, who had previously undertaken a diploma with the private pathway provider. Follow-up in-depth interviews were conducted with 10 students. Issues that were considered included English language development, academic adjustment and social adjustment. Participants were also invited to comment on their experience of the pathway provider in terms of how well it prepared them for mainstream study. The findings indicated that there are many factors which can facilitate successful transition, and that in general the pathway was valued for its capacity to ease students into becoming familiar with the university environment and coping with the demands of mainstream study.

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